Bhaskar Chatterjee Email Id: adzkqx@r.postjobfree.com

Contact#: 91-994*******

IT Program Delivery Manager-Ops, Transition, Delivery,Support

B.Sc. (Honours) graduate with in-depth knowledge of Banking Infrastructure, with expertise for last 20years in driving Cloud & IT Infrastructure services following the best practices of Project Management to provide cost-effective optimum solution for implementing technical controls meeting OLA/SLA. An opportunity to effectively use my managerial, cross-border collaboration, technical, client servicing skills into practice to produce the maximum result for the organization – functions with minimal supervision.

Brief Overview

Manage all aspects of the client business providing superior customer service while maximizing business opportunities

Responsible for meeting business KPIs and development of business plans

Lead and manage all strategic channel planning activities associated with assigned account(s)

Establish and grow a strong relationship with multiple senior client stakeholders through a demonstration of industry knowledge and of the application to business challenges

Work with analytic partners to gauge performance and KPIs to determine the extent to which the original objectives and strategies were met

Manage multi-disciplinary team ensuring all team members are delegated work appropriate for their level and experience and that the team remains challenged and engaged.

Proactively keep abreast of industry trends and share knowledge with team

Delivering the project in qualitative & quantitative manner with meeting of customer & business expectations.

Expertise and skilled in Portfolio/Project Management, Operations Management, SLA Management, IT Service Delivery, Relationship Management, IT Management, Program Management Change, Communication Management, Management Program Governance, IT Operations Delivery and Budget/Revenue Management

Expertise in Infrastructure, AMS, Devops, Management Capacity Management, IT Service Management, MIM/PM/CM-CAB/KM/Risk Analysis & Mitigation, /DR, KMDB, CMDB, Conflict Resolution, Vendor Management, MIS/Documentation, Resource Optimization, Service Improvements and Process Improvement

Involved and implemented Service Improvement Plans (SIP), Managing SLA/OLA and CSAT (Customer Satisfaction) surveys

Scrum fucntions helps agile teams break large, complex projects into manageable pieces of work so focused teams ship faster,etc with focus on people centric acts.

Skill Set

Global IT Infrastructure Mngt

Business Risk Mitigations

Operations Delivery Mngt

Budget/Revenue Mngt

Vendor Relationship Mngt

Large Program Management

IT IS Transformations

Digital Trans & Trnsformation

AWS-Azure/Cloud service ops scaling up in tight ETA for Niche clientele in previous few employers.

Cloud Capacity/Migration Mngt

ITSM Implementations

Config & Capacity Mngt

SDLC-Quality Mngt with brands like...AVIVA,, PROXIMUS, GUL, & Banking products by major employers

SAP MM-Transporttion mngt, ESC Control

** Have been involved with collaborating and strategically advising start-ups in the disengaged periods alongside mentoring novices/campus recruits with career counselling/advisory-successfully handled their movements into their career journey.

Career overview - Roles and Responsibilities

FreeLance Consultant – Computer Consulting and Infra Ops Excellence Nov2021 till Current.

Consulting with guiding various teams into Bid preparation, due-diligence and trnstitional works efficiencey upping. at a global multigeo environment with cross functional/multicultured teams.

In a commanding position to advise,consult and guide towards smooth delivery in the process related, functional and business management with focus to the P&L portions in a proven concrete manner. Leading to the win win handling of the clientele’s vision par excellence..

IWTech, Bangalore as Sr. Proj. Mgr Global Ops & Services Delivery - Jun’21 – Oct’21

Worked across domain as delivery manager handling multiple IT projects. Handled multi-site location projects leading 12 teams. Responsible for end-to-end Multisite Ops, delivery, resource management and execution of projects. Responsibilities include directly managing floor level activities which cover executive management, client management and overseeing reviews with the internal teams. Agil ops-Scrum dutyResponsible for resource planning. SAP Integration & Greenfield project management.Supervised 200+ workforce. Oracle DB Disaster Recovery Track UC4 upgrade Responsible for cost optimization, monitoring escalations and mentoring the team members. Stepping up Cloud service ops with increased footprint/migration in a dynamic global digital environment. client specific/targeted actions invovement was there for SOX controls & coordination/mngt.

HCL Tech, Bangalore as Consultant as Global IT Infra Tech. Ops & Dely. Mngt. - Aug’19 – Aug’20

IT infrastructure compliance/security requirements and audit review are complied with.Day management of the Infra Ops Team working with the Track Leads (Wintel, UNIX & Storage, Databases, Firewall, Security Applications, Cloud, Tools, COE, and ALLIANCES).Main contact to coordinate and communicate with other teams and parties. Required to be on call / aid Service REVIEW of E2E Ops.Manage P1 and P2 incidents to coordinate the resolution by the team. Oracle DB Disaster Recovery Keep Infra Ops Head informed of progress and escalate if required. SAP-MM & Transportation project/Escalations management.Oracle DB Disaster Recovery Review Post Incident Report submission. Responsible to consolidate the team deliverables & consolidate responses.Take the lead to design, upgrade and implement infrastructure and other assigned initiatives/projects. Track UC4 upgrade Provids e conceptualisation of a product with Data and Analytics and further supporting the same for a tenured period/technical guidance to team and provide technical advice to EngOps Manger and InfraOps Manager.Perform vendor and service delivery management review for IT system implementation & support.etc inclusive of global complex digital environment. Stepping up of the service operations in cloud-AWS/Axure with increased foot prints & migration from physical box environment to environment to cloud migration in client biz directed ETA. SOX controls coordination/management 19C upgrade Managing multi-vendor. stake holder expectation as well definitely working with SME teams to ensure architectural changes and datawarehousing safeguard. Planning-Communication handling & Multi geo/vendor activity excelled.

MTL, Bangalore as IT Program Manager - Mar’18 - May’18

Handled wider technology functions for banking and finance clients. Beyond the technology function, was also responsible for development and UI/UX functions. Responsibilities include setting up ODCs and also managed multi domain cross-functional business units and was a key stakeholder in business level discussions with clients and vendors.

Tech Mahindra, Bangalore as Business Excellence Cons - Jul’16 – Oct’16

Managing cross-functional process excellence for a Retail-FMCG domain multi geo large client. The role involves overseeing the functions ensuring zero escalation, zero error and planning the resources to maximum optimization meeting business requirements. system implementation & support.etc inclusive of global complex digital environment. Stepping up of the service operations in cloud-AWS/Axure with increased foot prints & migration from physical box environment to environment to cloud migration in client biz directed ETA. SOX controls coordination/management 19C upgrade Managing multi-vendor. stake holder expectation system implementation & support.etc inclusive of global complex digital environment. Stepping up of the service operations in cloud-AWS/Axure with increased foot prints & migration from physical box environment to environment to cloud migration in client biz directed ETA. SOX controls coordination/management 19C upgrade Managing multi-vendor. stake holder expectation

CINSPL computer Consulting and Infra Ops Excellence Jul2015-Jun2016.

Worked as a consultant advising on client M&A review/contract documentation, client delivery, client reviews and operations forecasting and delivery planning. Worked on advising the management to take business-critical decisions based on the reviews and direct the team on the way forward.

Consulting with guiding various teams into Bid preparation, due-diligence and trnstitional works efficiencey upping. at a global multigeo environment with cross functional/multicultured teams.

In a commanding position to advise,consult and guide towards smooth delivery in the process related, functional and business management with focus to the P&L portions in a proven concrete manner. Leading to the win win handling of the clientele’s vision par excellence..

TCS Limited, Bangalore as Associate Consultant -CC/IT IS - Nov’06 – Apr’14

Worked across domain as delivery manager handling multiple IT projects. Handled multi-site location projects leading 12 teams. Responsible for end-to-end design, delivery, resource management and execution of projects & directly managing floor level activities which cover executive management, client management and overseeing reviews with the internal teams. Responsible for resource planning. Supervised 400+ workforce. Managing multi-vendor. Stake holder expectation as well definitely working with SME teams to ensure architectural changes and datawarehousing safeguard. Agile ops & scrum duties. Planning-Communication handling & Multi geo/vendor activity excelled. Responsible for cost optimization, monitoring escalations and mentoring the team members. Received recognition certificates issued jointly by TCS and Client in 2006 and 2007 in UK Retail Ltd and KM & Branch Head in 2007 and 2008 in Knowmax Mgt)*(conceptualisation of a product with Data and Analytics and further supporting the same for a tenured period.) and multiple client R&R for Ent. Level client business operations successfully delivered.

Cli3l E-services, Bangalore as Team Leader – Operations - Jan’05 – Oct’06

Responsibilities include directly managing floor level activities which cover executive management, client management and overseeing reviews with the internal teams. Had more than 40 direct reports (Leads, supervisors, Process SMEs, Trainers, QA, Ops Analyst etc.). As an executive client management in charge, handled diverse processes in the delivery chain including handling reviews, leading internal teams on technical and finance jobs and client campaigns with leading the dialler management team.

VRTL, Call Canter Manager - Apr’ 04 – Jan’ 05

Worked as the team leader for the UK process for contact centre operations. Overseen high-volume accounts with targets on sales and escalation, sales management vis. a vis. Revenue management. Lead teams involved in business enterprise level interactions doing calls and business collection.

CDM, Call Center Manager - Dec’ 02 – Mar’ 04

Managing teams involved in Infra, AMS, Devops and contact centre operations. Worked as the contact centre manager along with handling other technical responsibilities. Had 6 directly reporting teams with 8 module leads of various functions. As the contact centre manager, I was operating as the third highest position from the board.

MTPL, Team Leader - Dec’ 00 – Nov’ 02

Worked as the team leader for the US & UK process in contact centre operations. Lead teams involved in business enterprise level interactions doing calls and business collection. Overseen high-volume accounts while heading two teams (25 members+ each) and mentoring three junior team leaders. Developed, managed and overseen campaigns for cost optimization.

GECIS, Process Associate - Apr’ 99 – Oct’ 00

RFS & VFS Back office cum customer-centric teamwork. Worked on administrative programs, where I played a key role in introducing new programs, ideating them and coordinating to take the programs live which had great returns for the company. Worked towards cost reduction within the organization through multiple processes and implementations at various scales. Designed and executed the blackbelt project which reduced 70% of the working time & 38%+ staffing.

TRPL, Asst. Manager Customer Services/Support - Mar’ 96 – Apr’ 99

Responsible for company administration along with client relationship and customer satisfaction. Worked out of the corporate office and was the core point of contact for clients handling client documentation, project and delivery tracking. Responsible for reviewing and approving programs before sending to the client. Handled multiple roles during the tenure which took me to the second highest position within the company.

MMML, Office Executive - Mar’ 95 – Feb’ 96

Responsibilities include assisting the internal administrative operations, managing day-to-day activities, managing financial books and technical aspects of the company. As a key member in the operations line, was responsible for keeping real-time track of every aspect of the company, ensuring no delay in processes along with handling client service.

Professional Trainings

Foundation Certificate in IT Service Management V3

Large Program/Account Management 2012

PMP (Project Management Professional) Training

Leadership and Communication Skills.

Service Delivery Manager Training

Business Excellence in 2009

Business Advisor Capability 2009

Knowledge Transition Program 2009

ISO 14001 Standards: Awareness 2009

LDP Leadership Bench - Leadership Skills for PLs 2008

Cross-Culture Sensitization - Cultural Diversity in Business 2008

LDP-Leadership Bench - Managing Global Teams in 2008

Concur to Conquer in 2007

Reaching for the Stars in 2007

Academics

B.Sc.(Hons) 1993 TMBU Bhagalpur Bihar

Personal Details

Languages known: English & Hindi

Passport: Details Avl on request - Valid till Aug20,2030

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